Muhammed Cheema

Senior Product Concepts AnalystUPS

Mo Cheema is a Business Systems Analyst who is responsible for designing the conversation dialog flows of the UPS Chatbot for both voice and text channels. UPS Chatbot is available on multiple messaging platforms such as: Google Assistant, Amazon Echo, Skype and Facebook Messenger.

In his role, Mo works cross-functionally with customers to identify pain points, digital experience team to design conversation strategies and developers to leverage the natural language processing tool to convert speech into intents that the system can understand. Through the use an Artificial Intelligence based Do-It-Yourself platform, UPS has been able to reduce the number of calls to their customer service center.

Mo also helped prototype a predictive analytics algorithm to redirect long-haul shipments to avoid bad weather conditions so the packages can be delivered on time. Mo holds an MBA degree in IT and Marketing Management and has served in the Army National Guard for 5 years.